ITIL: AN INTRODUCTION

Balaji N, ITIL Expert, PMP, Six Sigma Category: Informative

IMPORTANCE OF INFORMATION TECHNOLOGY

Businesses are highly dependent on IT for their success success Information and Communication technologies are very advancedyHighly reliable systems are availableOn Demand SaaS, PaaS, IaaS etc.Integration to various Business verticalsUsage From Small to Big

THE BUSINESS PERSPECTIVE

Increased Service LevelsEnhanced SecurityBetter RoISt bilitStabilityAgilityScalableScalableCapacity on demandQuicker ResolutionsOnline ReportingDynamically configurableAnd MoreAnd More…..

AND THE CURRENT ISSUES?

Missed project deadlinesp jCost overrunsUnanticipated downtimesSecurity lapsesFailure to understand and meet customer

i trequirementsRegulatory requirements and constraintsVaried Customer requirementsVaried Customer requirements

WHERE TO FOCUS?

Understand the business requirements Understand the business requirements clearerManage the quality and reliability of Manage the quality and reliability of IT betterR di t t t t l t Responding to statutory, regulatory and contractual requirements quicker

l h d fDeliver the customer needs fasterManage the costs judiciously

HOW?

Through Mature Management of IT Services:g gCustomer CentricIT GovernanceP f fPerformance focusRisk Management and ControlInterrelationshippManage Complete Lifecycle

FRAMEWORKS / STANDARDS FOR IT

IT Infrastructure Library - ITIL yCOBIT ISO / IEC 20000CMMI for ServicesMOF GDFHPITSMISO/IEC 38500:2008 Corporate Governance of ISO/IEC 38500:2008 Corporate Governance of Information Technology

ITIL?

repository of best practices for managing IT servicesgeneric framework based on the practical experience of a global infrastructure of professional usersUsed by many hundreds of organizations around the y y gworld recommends a process approach describing the relationships between the activities in processesp pensures that IT processes are closely aligned to business processes covers a broad subject area and can be used to set new covers a broad subject area and can be used to set new improvement objectives for the IT organizationprovides a common vocabulary which lubricates communicationcommunication

SOME CASES

Proctor and Gamble:-8% operation Costs, 10% call reduction in the helpdek

CaterpillerResponse SLA adherence form 60% to 90%

MTSCost saving of INR 25 CrCost saving of INR 25 Cr.

IBM, HP, TCS, Infosys, Omnitech, Microland, Capgemini, Cognizant, TCL, TTSL, HCL, Wipro, JP Morgan Chase, Walt Disney, BA, Qantas etc….

ITIL V3

Service LifecycleyBusiness IntegrationDescriptive and PrescriptiveDynamic PortfolioComprehensive Knowledge Management Guidance

l h lInvolves the Senior Level of Organization tooAddition of Processes to clarify5 Books: One for every phase5 Books: One for every phase

ITIL V3

WHAT’S IN FOR YOU?

Understanding Customer Requirementsg qRecognize Good and Bad IT ManagementIdentify Improvement OpportunitiesGl b l iti f th C tifi tiGlobal recognition for the CertificationsSought after by Services CompaniesProfessional ApproachProfessional ApproachProcess basedDecision Making through data > info > knowledgeDistinction through knowledge of processesOperational and Organizational Risk ManagementMetrics and MeasurementsMetrics and Measurements

WHY IS ITIL ALSO FOR THE GRADUATE?

After you graduate:y gYou know how organizations workYou know what you have to doY k th i ht ti t b ffi i t d ff tiYou ask the right questions to be efficient and effectiveYou understand the Strategy and OperationsYou can save money for the Organizationy gYou can save time for yourselvesYou stand out, among the other graduatesYou can fit into different rolesYou can fit into different rolesYou can align yourselves to the Organization culture

ITIL V3 CERTIFICATION SCHEME

WHAT CERTIFICATION?

Start with ITIL v3 Foundation40 objective type Questions 26 to be answered correctly, to passO f F t b l t dOne of Four to be selected.No negative markingsNo trick questionq

Certified by:APMG through EXIN and ISEBg

Q & A

THANK YOUTHANK YOU